Brief Role Description
The role is responsible for the service level performance for all contact with our customers (via calls, emails, admin and complaints) through the management of associated headcount, outsource, temp and overtime budget. Ensuring that the right resource is available, with the right skills to meet the expected levels of customer demand.
Possible Tasks within this role
Qualification requirements
Relevant Soft Skills
* Attention to detail
* Communication skills
* Prioritization skills
Relevant Hard Skills regarding…
* Process improvement
* Supplier strategy
* Supplier quality management
* Supplier Management
* Supplier performance management
* Supplier evaluation
* Management
* Customer relationship management (CRM)
* Customer support
* Process, methods, and tools management
* Business process management
* Business processes
* Dealing with customers
* Workforce planning
* Planning coordination
* Planning
* Personnel planning
* Customer Demand Planning
* Capacity planning
* Budget planning
* Risk management plan
* Effectiveness monitoring
* Scenario planning
* Service-level agreement
* Resource allocation
* Knowing and applying legal requirements
* Performance improvement
* Financial services